Shipping policy

Last Updated: August 28, 2026

At SweetNote, every order is handcrafted with care and many of our products are personalized specifically for you or your recipient. Because chocolate is both delicate and temperature-sensitive, we take special care when preparing orders for delivery.

Please review the following information before placing your order.

Order Processing Times

SweetNote products are made-to-order and are not mass-produced or kept as finished inventory.

Our standard processing time is approximately [3–5 business days] before an order is ready for shipping, delivery, or pickup.

Processing times may be longer during busy periods and major holidays, including:

  • Valentine’s Day
  • Mother’s Day
  • Easter
  • Graduation season
  • Christmas and other holidays

Processing time is separate from shipping or delivery time.

If you need your SweetNote for a specific occasion, we strongly recommend ordering as early as possible.

Personalized Orders

Because personalized SweetNotes are created specifically for each customer, production begins after your order and personalization details have been received.

Please carefully check all names, dates, ages, messages, and other personalization before completing your purchase.

Incorrect personalization submitted by the customer may require a new order or additional charges to remake the product.

Shipping Availability

SweetNote currently offers shipping only to locations displayed as eligible during checkout.

Available shipping destinations and methods may change as we expand our delivery area.

If a shipping option is not displayed for your address during checkout, we are currently unable to ship that order to your location.

Shipping Times

Shipping times shown during checkout are estimates and not guaranteed delivery dates unless expressly stated otherwise.

Once your order has been transferred to the shipping carrier, delivery may be affected by circumstances outside SweetNote's reasonable control, including weather, carrier delays, service disruptions, holidays, or other transportation issues.

Please allow sufficient time when ordering for birthdays, anniversaries, baby showers, graduations, or other date-specific occasions.

Requested Delivery Dates

If we provide an option to enter a “Need It By” or requested delivery date, we will make reasonable efforts to have your order arrive by that date.

However, submitting a requested date does not guarantee delivery on that exact date unless SweetNote expressly confirms guaranteed delivery.

For important events, we recommend selecting a delivery date before the actual celebration whenever possible.

Warm Weather Shipping

Chocolate is extremely sensitive to heat.

During warmer months, SweetNote may use additional protective packaging, insulation, cold packs, expedited shipping, or other temperature-control measures when appropriate.

Additional warm-weather packaging or expedited shipping charges may apply.

We may temporarily restrict shipping to certain locations or delay shipment when extreme temperatures create an unreasonable risk of the chocolate arriving damaged.

If this affects your order, we will make reasonable efforts to contact you.

Melted Chocolate

We carefully prepare and package orders to help protect them during transit; however, chocolate can soften or melt when exposed to high temperatures.

Customers and recipients are responsible for retrieving packages promptly after delivery.

SweetNote is not responsible for melting or damage caused by a package being:

  • Left outside after confirmed delivery
  • Left in direct sunlight
  • Left inside a mailbox or hot vehicle
  • Delivered to a location where nobody is available to retrieve it
  • Stored improperly after delivery
  • Redirected or delayed at the customer's request

If your order arrives significantly melted or damaged despite being retrieved promptly, please contact us within 24 hours of delivery with photographs of the product and packaging. We will review the situation in accordance with our Return & Refund Policy.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

Before submitting your order, please carefully check:

  • Recipient's full name
  • Street address
  • Apartment or unit number
  • City
  • State
  • ZIP code
  • Contact information, where requested

If you discover an address error, contact us immediately.

We will make reasonable efforts to correct the address if the order has not yet shipped.

Once an order has been shipped, we cannot guarantee that an address can be changed.

Incorrect or Incomplete Addresses

SweetNote is not responsible for delivery problems resulting from incorrect or incomplete information provided by the customer.

If an order is returned to us because of an incorrect address, additional shipping charges and, where necessary, product replacement costs may apply before the order can be sent again.

Because our products are edible and personalized, returned products may not be suitable for reshipment.

Tracking Information

Where tracking is available, customers will receive tracking information after their order has been shipped.

Please monitor your tracking information so that you or your recipient can retrieve the package promptly after delivery.

A tracking notification may be sent before the carrier physically scans the package into its network. Please allow time for tracking information to update.

Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

  1. Check around the delivery location, including porches, side doors, mailrooms, reception areas, and other secure locations.
  2. Check with household members, neighbors, building management, or reception staff.
  3. Contact the shipping carrier using your tracking information.
  4. Contact SweetNote if you are still unable to locate the package.

We will make reasonable efforts to assist you; however, SweetNote cannot guarantee refunds or replacements for packages confirmed as delivered by the carrier.

Lost Packages

If tracking indicates that a package may have been lost during transit, please contact us.

We may need to allow the carrier's required investigation period before determining whether a replacement or refund is appropriate.

Each situation will be reviewed individually.

Delayed Packages

Carrier delays occasionally occur and are outside our direct control.

SweetNote is not responsible for carrier delays caused by weather, transportation disruptions, high shipping volumes, natural disasters, incorrect addresses, or other circumstances outside our reasonable control.

However, we will make reasonable efforts to assist customers with significant shipping problems.

Local Pickup

Where available, customers may select Local Pickup during checkout.

You will receive instructions when your order is ready for collection.

Please do not arrive for pickup until you have received confirmation that your order is ready.

Because our products are made-to-order and edible, customers are responsible for collecting their order during the agreed pickup period.

Orders that are not collected are generally not eligible for refunds.

Local Delivery

SweetNote may offer local delivery to selected areas.

Delivery availability, fees, minimum order requirements, and eligible ZIP codes will be displayed during checkout where applicable.

Someone should be available to retrieve the order promptly, particularly during warm weather.

Gift Orders

Sending a SweetNote directly to someone special? đź’Ś

Please make sure the recipient's shipping address is accurate and that someone will be able to retrieve the package promptly.

We recommend letting the recipient know that a perishable or temperature-sensitive package will be arriving if there is a risk that it may be left outside for an extended period.

Holiday Orders

Demand may be significantly higher around holidays and special occasions.

Holiday ordering deadlines may be posted separately on our website or social media.

Ordering before a holiday cutoff does not necessarily guarantee delivery by the holiday unless the delivery date is expressly stated as guaranteed.

We strongly recommend ordering early.

Changes to Shipping Services

SweetNote reserves the right to modify available shipping carriers, shipping methods, delivery areas, packaging requirements, and shipping rates when reasonably necessary.

This may include restricting or temporarily suspending shipping during extreme weather conditions that could compromise product quality.

Questions About Your Delivery

If you have questions about your order, shipping, local delivery, or pickup, please contact us and include your order number so we can assist you as quickly as possible.

SweetNote
Say it sweeter. 💌🍫

Email: orders@sweetnote.shop
Website: www.sweetnote.shop